Customer Service Advisor - 14326

12
Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 2
Permanent
Full Time
Contact Centre
£18,889
As a Customer Service Adviser with the Environment Agency’s National Customer Contact Centre, you will be joining a friendly, diverse team working together to create better places for people and wildlife. You will engage with a wide range of customers to provide information by telephone and email, process registrations and help people comply with environmental regulations. Don’t worry if you lack experience in this area – it’s more important that you are able to provide an excellent customer experience. You will be comprehensively trained and regularly coached to be the best you can be at your job, and fully supported to be yourself in the workplace, whatever your background.
Did we mention that we are a friendly team? We will welcome you with a comprehensive induction package and introduction to our vibrant culture. We aim to be as inclusive as possible and you will have the opportunity to join our many employee networks – BAME Network, Women’s Network and LGBT+ Network. We have been a Stonewall Top 100 employer for thirteen consecutive years.
We would expect you to demonstrate experience of:

• delivering excellent customer service both over the phone and in writing, in a customer facing role
• decision making and finding solutions to potential problems
• using Microsoft Word, Excel and Outlook
Please try and make full use of the space provided and don’t worry if your examples are not fully relevant to the role for which you are applying. We are looking for people who have the potential to succeed, even if they haven’t previously worked in a similar area.

The role will be based in either Sheffield or Rotherham, and the Centre is open from 8am to 6pm, Monday to Friday. Shift patterns are fixed but we may be able to offer a variety of working hours.

If you need to know more, please email ccsrecruitment@environment-agency.gov.uk with your questions or leave a contact telephone number and we will get back to you.

01/03/2020, 23:55 hours

Basic Check
Focuses on Customers and Partners
When have you taken personal responsibility for a customer?

Helpful prompts:

• Identifies and addresses the needs of customers, delivering what is promised and ensuring that they are satisfied with the outcomes.
• Ensures customers receive consistent and clear messages supported by accurate and timely information.
• Keeps customers informed and manages expectations
Communicates Effectively
When have you had to explain something to a customer?

Helpful prompts:

• Is an active listener, has time for people; seeks their contribution.
• Uses full range of communication methods to ensure effective understanding.
• Considers needs of and impact on audience, anticipates reactions and uses appropriate communication method and style.
• Ensures communication is two-way; responds and acts on feedback
Takes Decisions and Solves Problems
When have you solved a problem for a customer?

Helpful prompts:

• Identifies and asks appropriate questions to explore and detect root causes of problems or sources and quality of evidence.
• Applies sound techniques to analyse problems, generate options and select best course of action.
• Seeks out and considers the best available information before making decisions. Probes, checks and confirms veracity of data as appropriate.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.